Recap: Salesforce London Partner Day and World Tour 2019

Along with our CEO Justin, I recently attended two important events in the Salesforce Calendar for those in and around London – the Salesforce Partner Forum and the Salesforce London World Tour. These events are valuable to many attendees for many reasons, but here are my thoughts on why they’re both “must attend” entries in my annual calendar, and also some experiences from this year’s events.

 

The Partner Day

As an ISV Partner, we at MobileCaddy hugely value the Salesforce Partner Forum, and in fact, its “bang for buck” is so high I can’t recommend it enough for those selling into, and with, the Salesforce ecosystem. This year’s forum was once more held at The Brewery in Morgate, and as usual – for myself at least – it kicked off with the inhaling of some caffeine whilst catching up with friends and acquaintances from other ISVs and SIs.

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Key Considerations for Effective Self-Service Product Support

This article looks into why it’s so important for manufacturers to put the needs of their end users first when deciding exactly how to provide any information related to the use, maintenance, or repair of their products, especially when dealing with new digital technologies and modern consumer-driven expectations.

 

For a manufacturer, effectively delivering information for product support to their end users – in this case, operators of complex machinery or equipment in the workplace – will generally depend on three key factors:

  • The content (the information itself)
  • The environment (where, and in what conditions, it will be consumed)
  • And the medium (how it is consumed)

It doesn’t matter if the operator is looking for a step-by-step guide for how to use the product, advice for troubleshooting a problem, or instructions to repair it themselves on-site. The manufacturer must clearly understand, and actively cater for, all three of those factors in order to create a positive customer experience. The content, the environment, and the medium, must be handled in a way that’s most suitable for the end user’s specific individual situation when operating those products.

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MobileCaddy Continues to Support StreetLink in the Fight Against Homelessness

StreetLink-MobileCaddy

We’re delighted to announce one of our social enterprise clients, StreetLink, has recently made the decision to renew its agreement with MobileCaddy for a second time, taking us into the third consecutive year of our exciting partnership together.

StreetLink is an organisation operating in England and Wales that allows members of the public to alert local authorities and services to people sleeping rough in their area, either by mobile app, phone, or on the web.

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MobileCaddy Presents: How Augmented Reality Will Transform Customer Service

Our more regular readers might recall that back in March, when recapping the excellent fourth annual edition of the London’s Calling Salesforce community event, we promised we would bring you a certain video in due course.

Our CEO, Justin Halfpenny, along with brother and Lead Mobile Technical Architect Todd, presented at this year’s event on behalf of MobileCaddy. Their presentation, titled, How Augmented Reality is Changing the Face of Self-Service, gave audiences a look (literally) into the future of customer service, particularly in the manufacturing industry.

The exciting session included several live demonstrations of innovative Augmented Reality (AR) technology in action, showing the attendees first-hand what’s achievable with browser-based web-AR, right through to mobile object detection and part identification. And now, as promised, you can watch the full presentation in the video below!

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MobileCaddy at LAMMA 2019 | Technology Trends Driving After-Sales Strategies

Follow our CEO Justin Halfpenny as he explores LAMMA 2019, the UK’s largest agricultural and machinery event. Taking place earlier this year, the LAMMA show welcomed thousands of attendees and featured 650-plus exhibitors showcasing the latest farming machinery, equipment, and innovative technology.

In this latest video, Justin interviews a number of leaders from within the industry, with a focus on how technology is transforming the after-sales strategies for their products and services to meet the demands of today’s customers. This is a key trend impacting manufacturers, as products and services in all industries require accompanying technologies to deliver a greater customer experience.

As traditional paper-based assets like product manuals and user guides continue to be replaced by digital channels such as mobile apps, customers want information easier, quicker, and in more detail, to enhance their use of machinery and equipment. Watch the video to find out more!

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Where Should Self-Service Fit into a Manufacturer’s After-Sales Strategy?

Many B2B manufacturers today may look at their after-sales strategy and ask, “where does self-service fit in?” But what we’ve found, through our work with companies in the manufacturing industry who are leading the way with their digital transformations, is that self-service should define an after-sales strategy, rather than serve as a component within it.

Market trends causing a shift

In today’s B2B manufacturing market, quality of product and low price points are no longer enough to make companies stand out from the competition.

These crucial metrics are now being overtaken, in terms of importance, by the need for outstanding customer service and experiences with those products, tailored to the needs of the end users. This is evidenced by the revelation that 67% of consumers, and a staggering 74% of business buyers, say they will pay more for a great experience.

Customer service and customer experience are both issues which come into play in the ‘after-sales’ stage of the customer journey, which is a key success factor these days, and should now be a top priority for manufacturers. Here, we’ll explore why… 

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The Rise of Companion Apps: How B2C Mobile Apps Are Influencing B2B Customer Service

In our personal lives, we use dozens of companion apps every day. Within the B2C space, this could be any mobile app which accompanies a product, a service, or a brand. In this article, we’ll explore a number of examples of companion apps, why they’re so important today, and where B2B companies should be looking for inspiration to improve their own customer experiences.

Every Product Needs a Companion

Our more regular readers will know we’ve talked at length recently about the importance of having product companion apps, particularly to accompany equipment and machinery in the B2B manufacturing space, to significantly enhance the capabilities of the operators of those products.

But product companion apps are part of a broader category of technology, which are referred to simply as companion apps. These are seen everywhere in the B2C space, either for digital or physical products and services, and they allow us as users to self-serve, by providing direct access to information we need or actions we want to take.

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Customer Experience Shines at Salesforce London’s Calling 2019

Answering the Call 

Last week, the MobileCaddy team was fortunate enough to be at London’s Calling 2019, a fantastic annual Salesforce event, kindly hosted by the people at the Skills Matter CodeNode venue in the City of London’s Moorgate area.

London’s Calling is Europe’s largest community-led event for Salesforce professionals, and this was the fourth consecutive year it’s taken place, bringing together 400 attendees, speakers, and sponsors to share best practices, discuss emerging trends, and explore new ideas related to the Salesforce technology they use to work.

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MobileCaddy Recaps Salesforce Developer Week 2019: Lightning Web Components

London Trailblazer Community Jan 2019At the end of last month, Salesforce hosted the latest in a long line of global events for its vast and ever-growing community.

Developer Week 2019 provided a chance for Salesforce Community User Groups around the world to learn about the newly released Lightning Web Components, a new programming model for building Lightning components.

The London Salesforce Developer User Group was excited to take part in the Developer Week, working with Christie Fidura, Peter Chittum, and their teams in hosting a special event, on Wednesday, January 30, at the always impressive Salesforce Tower in the Bishopsgate area of the City.

As proud video partner of the monthly London Salesforce DUG meetings, MobileCaddy is delighted to bring you video highlights of the event, which included sessions led by some familiar, friendly faces.

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Manufacturers Build Better Customer Experiences on the Foundations of a Digital Companion Platform

A digital companion to a complex piece of equipment or machinery in the workplace, in the form of a mobile app, is now a crucial tool for enabling productivity and maximising customer satisfaction for today’s B2B manufacturers. But a tool like that is not possible without a platform or system of record to support it. Here we explain what a digital companion platform is, why they’re necessary, and how they benefit manufacturers’ customers, operators, and technicians.

Digital trends disrupting manufacturing

We recently explored the benefits of developing digital companion apps, to allow operators and technicians of complex machinery or equipment to self-serve in the workplace, whenever they need information or support with those products.

Thanks to the cutting-edge consumer experiences available with personal smartphones and mobile apps today, this kind of technology is what people now expect to use to get their work done, regardless of what industry they’re in.

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